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Tracking agent time spent outside of Zendesk (EAP)



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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Hello
I have encountered what I think is a problem with this part of the tool. 
In our account we have several teams that perform very different general tasks between them so we need to segment and separate them by teams.
The drawback I am encountering is that with the use of the URL tracker other teams get tasks that are not assigned to them in the general tasks section.
For example: L's team has the Monitoring task assigned to it. But when entering any of those URLs assigned to the task, any of the other teams will see that task in the agent activity even if they have not been assigned to it.
Is this a problem or is this how the tool works?
Thank you very much for the answer

 

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Hi Moises 

 

Thanks for reaching out! If I understood your question correctly, then the answer is: yes, agents that belong to teams that do not have access to that General Task (due to the scoping settings in each General Task) will still have activity from the extension for that General Task if it has been mapped to a URL. This is expected with the current implementation of this feature. 

 

The reasons behind this logic are two-fold: 

- the scoping of General Tasks to specific teams defines which General Tasks are included or excluded for the agents to manually select in the General Task dropdown int he WFM app frame inside Support. This works as a way to define which Tasks agents can manually select and set themselves to; 

- the extension that maps activity outside of Zendesk to General Tasks takes precedence over this - since it is a management decision to track time in those URLs, then it should be true for all agents in the project so that reporting reflects time spent on those activities. 

 

Hope this helps - let me know if you have any additional questions.

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Tiago Magalhaes are you able to look at ticket 13181419? We have one agent who if they have the plugin installed, they get kicked our of various AUX codes and even moved out of Zendesks Omnichannel routing statuses.

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Hey Zach Gilbert I'm on it! Just replied to the ticket.

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